Manager

Description:

We are looking for an experienced program manager to oversee the operational needs of our high-volume business immigration practice. Working with a skilled team of legal administrators, and in collaboration with legal SMEs, billing, tech and reporting professionals, you will manage the administrative hub and daily operations of the firm liaising with IT, Finance, HC, Marketing and key stakeholders with a focus on establishing best practices, and implementing processes that drive efficiency, team engagement and create a consistent client experience. In so doing, you will identify and lead opportunities to streamline and improve workflows, process efficiencies, throughput and quality. You will define and execute project plans, and create and/or validate SOPs to eliminate unnecessary touchpoints and increase speed and agility. You will manage ongoing review of workstream performance metrics (SLAs, escalations), reporting, data integrity and quality audits. You will manage administrative aspects of large immigration filing projects, and lead/contribute to process training and workshops.

What will your typical day look like?

• Take the lead on implementing and/or overseeing our existing operational processes and developing new ones.
• Oversee the team’s reporting cadence, data accuracy and delivery
• Construct workflow charts and diagrams that capture the unique requirements of our practice
• Build and support project plans and data models to drive strategic planning and forecasting
• Provide consultative support to workstreams on scope change management processes with ancillary reporting
• Train teams of contingent workers for special high-volume projects
• Act as the liaison between the firm and our courier services to ensure timely deliveries and negotiate fees and contracts annually
• Track risks and issues, with succinct action plans
• Shape and deliver projects to meet and exceed the expectations of our clients and our own quality criteria to train, coach, and supervise team members
• Set performance standards and goals; coach and develop staff to increase efficiency and deliver outstanding customer service to internal and external customers
• Facilitate meetings both internally and externally